Booking

Can I book - rush job/ different time slot/ Holiday?

We offer a flexible booking schedule 7 days a week. See "Booking Details" tab for each bookable product for specific booking information.

In case you have special requests under the following circumstances:

  • Rush job - Our booking system requires one to book at least 48 hours in advance. If you need a booking in less than 48 hours, please contact us and check our availability.
  • Different time slot for Standard Cleaning - Please contact us if you need a different time slot than the default ones. Your request will be subject to availability and extra charge.
  • Holidays for Standard Cleaning and Makeover Cleaning - These cleaning services are not available for booking on statutory holidays. Please contact us if you really need these services on a specific holiday. Your request will be subject to availability and extra charge.
  • Holidays for Daily Sittings - We provide this service for a surcharge if statutory holidays are among the range of days selected. Please see Book Daily Sittings page for details. 

Can I reschedule or cancel a booking?

Please note there is a 48-hour notice for both rescheduling and cancelling a booking

  • Rescheduling -  You have to reschedule your booking at least 48 hours before the appointment by logging into your account or by contacting us. 
  • Cancelling - You have to cancel your booking at least 48 hours before the appointment. Note that you can only cancel a booking by contacting us directly by phone or email and not from your account online. Cancellation with less than 48-hour notice will result in a $75 cancellation fee.

What If I miss a booking?

It is your responsibility to make all the necessary arrangements prior to your booking to grant us access. Any failure on your part resulting in missing the booking will be considered a cancellation, for which you will be charged $75 cancellation fee.

Do You Offer Services For Housing Types Other Than Condo?

Yes. We provide service for houses and townhouses etc. under the following conditions:

  • You understand that the tasks outlined in Standard Cleaning may not include items unique to your housing type, e.g., fireplace, attic, ceiling fan, etc.
  • The booking process for Makeover Inside-out Cleaning is currently designed for homes with 4 bedrooms or less and under 2400 square feet. If your home is larger than this, please contact us, and we will be happy to give you a custom quote.
  • For Makeover Inside-Out Cleaning, cleaning of exterior glass is limited to glass panels accessible from balcony/ terrace only and does not include any other exterior windows.
  • For Daily Sittings, we will not be able to do outdoor tasks related to gardening or pool. 
  • Access to non-condo housing type is much simpler than access to condo. For details see access for house/ townhouse.

Payment

What forms of payment do you accept?

  • We accept Visa, MasterCard and PayPal with our secure encrypted checkout system. You can save your payment method and change it in your account.
  • We do not accept cash or cheque.

When am I charged for the service?

When you provide us with payment info at checkout, we authorize, but we do not charge the ordered amount. The followings are different schedules for charging/ settling the payment:


Standard Cleaning (one-time booking) | Standard Cleaning (weekly subscription) | Makeover Inside-Out Cleaning
You will be charged upon the completion of each booking on the booking day.


Daily Sittings
You will be charged the full amount on the start date of daily sittings. E.g. you have booked 10 days of Daily Sittings, you will be charged the whole amount of 10 days upon completion of first booking on the first day.


Condo Lisa Membership
You will be charged immediately after signing up for membership.

Will I be charged the same amount/ hours as per order?

Yes, you will be charged the same amount as per the order you have placed for ALL of our services.

We will not be able to spend more time than is booked as it involves a second invoice and depends on the availability of the cleaner. So please select the right number of hours and book extra hours as needed during the booking process.

What is your Refunds and Compensation Policy?

Our services are not eligible for a refund once the transactions are completed/ settled. We do not offer reimbursements for damages to your property related to the services we offer. If we agree to reimburse you, it will be decided on a case by case basis entirely at our discretion. We reserve the right to refuse any compensations. While we have liability insurance coverage, it is not designed for compensation purposes for clients who make small claims. See Terms and Conditions for details about this subject. 

It is your responsibility to protect or put away valuable or fragile objects in your household during our visits to minimize the chance of damage or accident. Rest assured that we take extreme care in avoiding causing any damage to your property.

Cleaning section - a brush and a spray

Cleaning & Chores

How long does cleaning take?

The hours referred to here are person-hours - the time it normally takes one person to do the job. We might assign more than one cleaner to your booking. In such case, the actual duration of booking will be divided by number of staff, e.g., a 4-hour booking with a team of two will be completed in 2 hours.

Standard Cleaning (one-time booking) | Standard Cleaning (weekly subscription)
Each session for Standard Cleaning is 3 hours long with options to add extra hours as needed. It normally takes at least 3 hours to complete the 4-Step Guideline For Standard Cleaning, which covers a lot more than a regular cleaning offered by most cleaning companies. We recommend extra hours if you select other chores in the same booking or if your residence is bigger or dirtier than usual.


Makeover Inside-Out Cleaning
Each session for Makeover cleaning does not have a fixed number of hours. It will be as long as it takes (anywhere from 7 to 13 person-hours) for us to complete all the tasks outlined in 4-Step Guideline For Makeover Inside-out Cleaning. The actual time spent will depend on number of bedrooms and bathrooms, home size, balcony size and how dirty or clean is your home. This is why we need to schedule Makeover Cleaning at 9 am so that we will have enough time to complete all the cleaning tasks. 

Do you offer satisfaction guarantee for cleaning?

In case you are not satisfied with our cleaning, re-cleaning may or may not be offered depending on the types of service:

Standard Cleaning (one-time booking) | Standard Cleaning (weekly subscription)
No - Satisfaction guarantee is not offered for Standard Cleaning. We finish as much as cleaning as possible in time allotted since pricing of this service is based on number of hours booked and not on unit size.


Makeover Inside-Out Cleaning
Yes - Satisfaction guarantee is offered for Makeover Inside-out Cleaning. This service is based on a flat-rate pricing according to the size of your unit. It includes all cleaning tasks outlined in 4-Step Guideline For Makeover Inside-out Cleaning. If you are not satisfied with the cleaning, you need to contact us within 24 hours after the completed booking, and we will send someone for a re-cleaning.

Can I specify other chores or make special requests?

Standard Cleaning (one-time booking) | Standard Cleaning (weekly subscription)
Yes, you can request other chores in same booking for Standard Cleaning. These consist of but not limited to: organizing/ packing, laundry and cleaning pet litter.

By default, other chores are done alongside Standard Cleaning in the same booking. If you want us to focus on one or more chores only instead, you need to inform us in Customer Notes section or by other means.


Makeover Inside-Out Cleaning
No, other chores cannot be combined with Makeover Cleaning in the same booking.

What cleaning supplies do I need to provide?

You need to provide us with your vacuum cleaner, mop and toilet brush. We may also use some small supplies from your place such as dish detergent and cloths. For Makeover Cleaning, it is recommended that you have a step ladder. Our cleaners bring all other essential cleaning products and tools with them to all the bookings. All cleaning products we use are natural and environmentally friendly. 

By allowing us to use your vacuum cleaner and mop, you acknowledge the risk of wear and tear to your equipment associated with our usage. If you do not have a vacuum cleaner, a mop and a toilet brush, we may not be able to clean your place properly and you must inform us before your booking.


Makeover Inside-Out Cleaning
For Makeover Inside-Out Cleaning, we can bring extra equipment - vacuum cleaner, mop and ladder - as an add-on option.  This is convenient if you lack these equipment for move-in or move-out situations or if you just like us to bring our professional equipment instead.

What don't you do for cleaning?

We reserve the rights to not perform certain tasks. Please review Don’t Do List to understand the limits of cleaning services offered by us.

Daily Sittings - General

Does daily sittings service really have to take place every day?

Yes. As of now, we can only offer this service at least once a day consecutively without skipping any day. You can book from a range of 3 to 60 days, and discounted volume pricing applies for higher number of days.

The daily nature of visits is especially important for your pets who need daily attention for food and other needs. 

What are the times of visits for Daily Sittings?

The standard offering is one visit per day, with an add-on option of two visits per day, which is great for pets who need extra companionship or potty breaks.

  • For one visit per day, the visit takes place at the same time in morning or afternoon unless you have other preferences.
  • For two visits per day, 1st visit is in the morning and 2nd visit is in the evening.
  • Once the visit times are determined, they always take place at the same time every day.
  • Here are the time ranges: Morning: 8 am to 11 am | Afternoon: 12 pm to 3 pm | Evening: 5 pm to 8:30 pm.

If you need longer hours or other custom visit arrangements, please contact us. Your request will be subject to extra charge and availability.

Why Is A Key Lockbox Mandatory for Daily Sittings?

A key lockbox is mandatory because it is the only tool that can guarantee the security of your keys and home over an extended period of days or weeks:

  • By using a key lockbox that is secured at your premise, we do not need to store and transport your keys outside your home. This eliminates any human errors with tagging keys and loss of keys by accident. 
  • The use of a lockbox guarantees continuous service every day without any interruptions for the well-being of your pet. In case a second sitter other than the primary sitter is required due to emergencies or scheduling conflicts, a key lockbox can avoid all the hassles in passing the keys from one sitter to another.  
  • The issue of secured access is all the more important for Daily Sittings because it takes place every day and you will be away from home during the whole duration booked.   
  • You can obtain a key lockbox from Condo Lisa Membership or use your own lockbox. See key lockbox for details.
  • The key lockbox is a mandatory option for home access during the checkout process for Daily Sittings. 

Can I use the same sitter?

We usually assign one primary sitter to you under each order of Daily Sittings. However, we reserve the right to assign a secondary sitter in case of work schedule conflict, personnel change or emergency. It is also more likely that with many days selected (e.g., over 1 week), someone other than primary sitter will attend to your home and pet. Please let us know if you have questions or concerns about this. 

If you would like to use the same sitter that has previously assisted you in the last Daily Sittings order, please check with us before placing the order.

Can I use daily sittings for Cleaning only?

Yes, you can use Daily Sittings for cleaning only. This works great for individuals who only need light cleaning on a daily basis while you are at work. Imagine after a long day at work, you come back to a clean home like a hotel room.

You just need to select "Standard Cleaning" on Book Daily Sittings page. All cleaning tasks will be done on a rotational basis following our 4-step guideline for Standard Cleaning.

Note that everything else remains the same regardless the tasks chosen for Daily Sittings. The standard time is one hour daily. You must book a minimum number of 3 days and any additional days have to be booked consecutively without skipping any days.

Pet Sitting

What is the benefit of pet sitting at my home?

We believe that the best environment for your pet when you are away is your home. Your pet does not have to deal with the extra stress of living in an unfamiliar place for pet boarding or interacting with other new animals. We can take care of all of your pet's daily needs in the comfort of your own home.

Do you have meet and greets?

A meet and greet session allows you and your pet to meet our sitter in person and to inform us all that we need to know so we can serve you better. A meet and greet session is payable and optional. It is recommended to have one if your pet have very specific needs or are afraid of strangers. Take advantage of this opportunity to share with our sitter the habits, food, special needs and dog walking route or other details regarding your pet. 

Alternatively, if you do not want a meet and greet session, please give us as much information as you can about your pet in your profile from your account and other needs in Customer Notes during checkout. More details will allow us to serve you and your pets better.

If you choose meet and greet, please following these steps: 1) select an extra day during booking - the start date will be used for the meet and greet session OR arrange a separate visit from us on a different date during checkout. 2) We will then contact you to meet at a specific time on start date or different date. 3) Make sure both you and your pet are available at your home on this appointment.

What supplies do I need to provide for pet sitting?

You will need to provide us with enough food, treats, cat litter, and all other materials specific to your pets for the whole duration of Daily Sittings booking. For dog walking, you must also provide us with a dog leash, outfits for outdoor walks (if any) and dry towels for wiping (if any).  

Please leave out these materials at a prominent place in your home so we can use them readily without having to look for them.

If any of these materials run out, we will invoice you for the materials purchased and extra time from our staff at $33 per hour. 

What if my pet gets injured or ill?

If your pet gets ill or injured during the Daily Sittings service, we will try to contact you first before seeking medical attention. However, we reserve the right to take your pet to a veterinarian when a real emergency arises and when we cannot reach you after repeated attempts.

We will first try to take your pet to the veterinarian listed in your profile, but we might also use the service of another veterinarian due to emergency situations or scheduling conflicts. 

You will be responsible for all the costs from veterinary visits and any extra time from our staff at $33 per hour.

Why do I have to provide detailed pet info and emergency contact info?

If you order Daily Sittings for your pet, you must fill in detailed information about: your pet, emergency contact and veterinarian and another way to contact you when you are travelling. 

We need this information to provide best care for your pet so please make sure they are as detailed and accurate as possible.

Weather conditions or other emergencies can prevent our sitter from visiting your home at scheduled time.  Please make sure your emergency contact is available to help or make decision in your absence. 

Can you give medication and injections?

At this point, we can give your pet medications to be mixed in with food only. We cannot administer insulin injections or other medical procedures. 

Need more information?

Read what you should know about access

Still have questions? Contact us.